Service Delivery Manager

📋 Description

• Take ownership of the overall performance of service delivery within the assigned portfolio, encompassing SLA’s, quality, global standards, cost, and throughput.

• Guide Supervisors and frontline teams in providing top-notch, compliant ROI services.

• Collaborate with Workforce Management (WFM) to oversee daily and weekly staffing plans, schedules, and productivity management.

• Analyze KPIs (TAT, OTD, quality, productivity) to pinpoint gaps and formulate action plans.

• Ensure adherence to HIPAA, DMPO, UAD, and all standardized operational procedures.

• Work alongside Supervisors to mentor staff, tackle performance issues, and foster employee development.

• Act as the primary point of operational escalation for site-level execution challenges (excluding customer issues).

• Coordinate with the Network Operations Center (NOC) to manage aging, exceptions, or workflow disruptions.

• Assist in training new hires and ensure they are prepared to transition to centralized training (Phase 2).

• Maintain a precise skills matrix and support optimization of work assignments.

• Contribute to initiatives for continuous improvement and transformation pilots.

• Collaborate with the VPO to address any concerns with the Account Management team regarding client communications.

⛳️ Requirements

• Proven experience in managing teams within healthcare operations, HIM, or a large-scale production environment.

• Demonstrated capability of coaching and developing people leaders.

• Proficient in utilizing metrics and dashboards to drive operational decision-making.

• Strong knowledge of HIPAA and regulated workflows.

• Excellent problem-solving abilities and the capacity to respond swiftly to operational changes.

• Skilled in identifying process improvement opportunities and implementing suitable solutions.

• Ability to work collaboratively across functions with NOC, Workforce Planning, Training, and Shared Services.

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible work arrangements